Global Major Incident Manager Banking & Customer Experience

Testing Site - JPMC; Houston (TX); Sur place; USD 90 000 - 135 000; Plein temps

Résumé du poste

JPMorgan Chase is seeking a Major Incident Manager in the International Consumer Bank to drive incident management processes and ensure exceptional customer service across a distributed team. You will lead escalation handling and post-mortem activities, fostering a culture of continuous improvement and rapid resolution.

The role requires strong facilitation, planning, and communication skills to manage high-impact incidents and maintain financial and reputational integrity.

Qualifications

• Passionate about delivering exceptional customer and colleague experiences.
• Proven experience solving complex and major incidents in high availability, high transactional technical environments.
• Demonstrated ability to lead with influence, work methodically and calmly under pressure, and collaborate to deliver outcomes.

Responsabilités

• Respond to escalations from squads and vendors, including alerts from our monitoring stack.
• Own, execute, and drive incident management processes to resolution using strong facilitation, planning, and time management.
• Command and control incident bridges with squads and external vendors.
• Assess and prioritize multiple incidents based on customer, business, regulatory, reputational, and financial impacts.
• Communicate incident status, resolution, and impacts to internal and external stakeholders clearly and concisely.
• Facilitate timely communications to customers using our communication tools.
• Host and participate in post mortem meetings to identify root causes and deliver eradication actions.
• Ensure creation and progression of problem tickets for recurrent service issues through to closure.
• Drive a culture that reduces repeat incidents through shared learning.
• Support incident reviews to identify thematic root causes, impacts, and actions, providing accurate reports to key forums.
• Contribute ideas to evolve processes, working practices, and stakeholder relationships.

Connaissances

Incident management

Stakeholder communication

Decision making under pressure

Relationship building

Written & verbal communication

Event management

Description du poste

JPMorgan Chase is seeking a Major Incident Manager in the International Consumer Bank to drive incident management processes and ensure exceptional customer service across a distributed team. You will lead escalation handling and post-mortem activities, fostering a culture of continuous improvement and rapid resolution.

The role requires strong facilitation, planning, and communication skills to manage high-impact incidents and maintain financial and reputational integrity.